Job Description

Roles & Responsibilities

To lead HS IT infrastructure, service management, and operations across all our offices, dark stores, and cloud kitchens. The successful candidate will be responsible for overseeing a team ensuring seamless operations in areas such as helpdesk support, infrastructure management, security, access control and call center solutions.

Key Responsibilities

Infrastructure & IT Operations Management:

• Oversee the design, deployment, and management of IT infrastructure, including servers, networks, storage systems, and data centers, ensuring high availability and performance.
• Manage and maintain infrastructure in cloud kitchens, dark stores, and corporate offices, ensuring minimal downtime and operational efficiency.
• Ensure the implementation and maintenance of robust backup, disaster recovery, and business continuity plans.
• Lead initiatives to optimize IT resources, ensuring scalability, performance, and cost-effectiveness.

Helpdesk and Support Services:

• Manage the IT Helpdesk function, ensuring timely and effective support to internal users, and driving resolution of incidents and service requests.
• Implement ITIL best practices to streamline support processes and improve the customer experience for internal teams.
• Develop and maintain Service Level Agreements (SLAs) and ensure adherence to performance metrics for helpdesk services.

Security and Access Management:

• Oversee the company s IT security strategy, ensuring the protection of systems and data across all locations.
• Implement and manage security policies and protocols, including access management and control, to ensure compliance with industry regulations and standards.
• Collaborate with the security team to monitor threats, manage vulnerabilities, and ensure incident response procedures are in place.

Call Center Solutions:

• Oversee the implementation and management of call center solutions, ensuring seamless integration with company operations.
• Collaborate with operations and customer service teams to improve call center technologies, driving enhanced user experience and operational efficiency

Strategy & Planning

• Contribute to the development and execution of the Division s ABCs and OKRs, while ensuring alignment with other Functions & heads.
• Make critical decisions that support the Division's strategic and tactical direction.
• Establish the plans for the respective functions/teams and provide inputs that support the Division s goals and objectives.
• Distribute tactical responsibilities effectively to potential leaders in the Division, to improve the succession readiness of the organization over time.
• Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.

Governance and Resilience

• Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
• Uphold a high-performance working environment and promote HS s Values.

People Management

• Set performance objectives, provide necessary support, evaluate direct reports, and provide regular feedback on performance.
• Participate in the identification and recruitment of key talents for the function.
• Provide clear direction, prioritize tasks, assign and delegate responsibility, and monitor the workflow.
• Provide opportunities for team members to suggest, participate in, and contribute to improvement, innovation, and knowledge-sharing initiatives.

Budget Management

• Manage and own the budgeting cycle and provide input to the budgeting process.
• Ensure effective utilization of the function's budget, and report accurately on progress and challenges.
• Investigate and propose implementing strategies that result in a positive financial impact for HS.
• Manage the reporting departments effectively within budget, and report accurately on progress made and challenges encountered.
• Formulate strategies that result in a positive financial impact for HS and aim to mitigate financial and operational risks.

Desired Candidate Profile

• 8 - 10 years of experience in IT operations, with at least 3-5 years in a leadership role managing diverse teams.
• Proven experience managing IT operations across multiple locations, including dark stores, cloud kitchens, or retail environments.
• Strong understanding of IT infrastructure, networks, security, and helpdesk management.
• Knowledge of ITIL framework and best practices for IT service management.
• Experience with call center solutions and cloud-based infrastructure is a plus.
• Excellent leadership, communication, and problem-solving skills.
• Strong organizational and project management abilities, with a focus on operational excel
• Education and Certifications:
• Bachelor s degree in Information Technology, Computer Science.
• Master s degree in a relevant field is preferred